Technical Program Management IC4

Microsoft•Redmond, WA

About The Position

Overview Identifies highly complex and strategic opportunities and gaps within multiple products or functional areas and across divisional boundaries. Demonstrates and builds experiences across internal groups. Works with relevant teams to design architecture and integrated customer solutions to highly complex technical needs for multiple products or functional areas across divisional boundaries. Defines the program(s) goals and prioritization for various capabilities, features, or solutions across multiple products or functional areas they own and across divisional boundaries. Defines success criteria and performance metrics for programs or integrated systems. Creates relationships and rhythm to drive orchestration and integration efforts with internal teams and external partners and/or stakeholders to develop and implement processes for highly complex cross functional programs, solutions, services, or integrated systems across complex functional areas. Partners with the relevant technical and business teams to contribute, prioritize, and deliver on the roadmap for multiple products or functional areas across divisional boundaries. Breaks down the program into projects and ongoing operations. Provides expertise to partner with teams and stakeholders to collect performance metrics, monitor and report on progress, and derive deep insights that lead to productive courses of action to improve development, iteration, and implementation of multiple products or functional areas across divisional boundaries.

Requirements

Bachelor's Degree AND 6+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
3+ years of experience managing cross-functional and/or cross-team projects.

Nice To Haves

Bachelor's Degree AND 12+ years experience engineering, product/technical program management, data analysis, or product development OR equivalent experience.
8+ years of experience managing cross-functional and/or cross-team projects.
1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos).

Responsibilities

Analysis of Customer and Business Needs
Identifies highly complex and strategic opportunities and gaps within multiple products or functional areas (e.g., product, service, systems) and across divisional boundaries. May define and lead internal and/or external customer or stakeholder engagements to solicit feedback and understand their experiences with Microsoft products and services. Acts as a subject matter expert in performing highly complex research of stakeholder needs in collaboration with other teams, conducting analyses, and examining customer and technology-related industry trends, as well as industry-specific requirements or regulations. Synthesizes and leverages relevant data (e.g., usage, telemetry, service data) and tools (e.g., artificial intelligence, automation) to identify highly complex patterns, and generate hypotheses for and facilitate building of solutions. Identifies gaps and needs for additional data, escalating as needed to gather requirements. Serves as a subject matter expert for the relevant programs, solutions, services, or integrated systems across functional areas they own as well as internal and external solutions (e.g., related, competitive) and industry trends.
Product/Service/Solution Definition
Defines the program(s) goals and prioritization for various capabilities, features, or solutions across multiple products or functional areas (e.g., product, service, systems) they own and across divisional boundaries. Translates the needs of the organization and other teams into program goals and prioritized deliverables based on data insights and aligns them with the overarching organizational strategy and key stakeholder needs. Drives and initiates risk management (proactive and reactive) to identify risks and propose mitigations. Leverages complex data (e.g., telemetry, usage, net satisfaction, customer satisfaction) and tools (e.g., artificial intelligence, automation) to build more informed risk mitigation plans. Provides solutions or recommendations to and aligns with stakeholders to make complex decisions based on data-driven identified risks and tradeoffs.
Works with relevant teams (e.g., Engineering, Marketing, Design, Security) to design architecture and integrated customer solutions to highly complex technical needs for multiple products or functional areas (e.g., product, service, systems) across divisional boundaries. Works with internal and external technical partners and/or architects to represent technical solutions to customers. Reviews solution and design documents and architecture proposals, and may provide approvals. Understands what options are available and leads others to identify and select best option for needs, and creates new solutions if needed. Works with architects and technical partners to develop future proof architecture.
Defines success criteria and performance metrics (e.g., objectives and key results [OKRs], key performance indicators [KPIs] such as quality and performance) for programs, solutions, services, or integrated systems across multiple functional areas and across divisional boundaries. Leads collaborations with partners and/or stakeholders (e.g., Engineering, Design) to ensure needed telemetry is developed. Deeply understands the return on investment and presents it to senior leadership. Mentors others on how to define success and performance metrics.
Product/Service/Solution Development
Breaks down the program into projects and ongoing operations. Tracks, coordinates, and communicates end-to-end project schedules for multiple products or functional areas (e.g., product, service, systems) and across divisional boundaries, leveraging automation, artificial intelligence, and/or workflows where applicable. Establishes and monitors processes, and drives accountability with stakeholders for following the established schedule and processes. Tracks and manages dependencies to enable cohesive, connected user scenarios to identify and proactively mitigate risks and serves as an escalation point for issues when necessary. Makes adjustments or course corrections when projects are not aligned to schedules or goals.
Creates relationships and rhythm to drive orchestration and integration efforts with internal teams and external partners and/or stakeholders to develop and implement processes for highly complex cross functional programs, solutions, services, or integrated systems across complex functional areas. Collaborates and coordinates across the business to ensure alignment and gain buy in on program management, including tradeoffs, adjustments, and improvements as feasible. Influences leadership on objectives.
Drives the development of the staging and implementation plan for piloting/release in alignment with objectives and key results (OKRs) and key performance indicators (KPIs) for products or functional areas (e.g., product, service, systems) across divisional boundaries, its development timeline, and the introduction to the different programs. Evaluates KPIs for business value and aligns and drives changes to those KPIs across teams.
Partners with the relevant technical and business teams to contribute, prioritize, and deliver on the roadmap for multiple products or functional areas (e.g., product, service, systems) across divisional boundaries. Understands the value proposition for multiple products or functional areas across divisional boundaries and answers technical questions on the multiple products or functional areas they own. Justifies capacity requirements and advocates for the right resource allocation. Drives features or functional areas that utilize AI and ensure they meet quality, security, and ethical standards.
Identifies and provides recommendations to improve compliance programs and processes for privacy, security, accessibility, quality, responsibility, safety, and other legal and business requirements and standards.
Analyzes use-case and scenario outcomes and performance targets against business goals. Analyzes test cases for gaps to champion quality improvement across teams.
Product/Service/Solution Performance
Leads the customer supportability experience and provides documentation (e.g., troubleshooting guidelines, best practices, blogs). Monitors how products and/or services are being used. Utilizes automation and AI to track and understand a root-cause analysis for live-site incidents. Understands and drives improvements in the support process, including both forums and communities. Collaborates with and provides deep insight to users, partners, or stakeholders (e.g., business-process owners, support, Engineering) on broad live-site improvement opportunities.
Acts as a technical advisor to educate and evangelize the products or functional areas (e.g., product, service, systems) across divisional boundaries they work on with customers via meetings, presentations, and other forums. Defines and leads direct customer (internal and/or external) engagements to solicit feedback and understand their experiences with products or functional areas (e.g., product, service, systems) across divisional boundaries.
Provides expertise to partner with teams and stakeholders (e.g., Engineering, Design) to collect performance metrics (e.g., key performance indicators [KPIs] such as usage, quality, speed and, cost and performance), monitor and report on progress (e.g., business reviews), and derive deep insights that lead to productive courses of action to improve development, iteration, and implementation of multiple products or functional areas (e.g., product, service, systems) across divisional boundaries. Identifies gaps in the latest technologies, artificial intelligence and Generative AI, customer listening systems, telemetry, and/or engagements (e.g., interviews, surveys) to develop insights on product and/or service performance and customer needs and drive continuous improvement across teams. Forms hypotheses to highly complex technical needs, performs experiments, and iterates to drive improvement in specific performance metrics that have measurable impact and shares insights with partners and stakeholders. Leads the development of Program Management best practices and shares them across teams.
Sales Engagement
Helps deliver sales enablement and field support. Participates in business deals, creates strategic partnerships, and participates in pre-sales meetings with customers.